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MCC E-Services Representative

Company: Patelco Credit Union
Location: Merced
Posted on: January 16, 2020

Job Description:

OverviewWe're here to help people in communities throughout Northern California build financially healthy lives. We do this by being attentive and partnering with our members to understand what is financially best for them. We thrive on change, and we put people first. If you're looking to use your skills and knowledge to make a difference in the lives of others, we look forward to hearing from you. About Patelco Credit Union Patelco is a not-for-profit credit union, serving the financial needs and aspirations of more than 300,000 members. What we earn, we return to our members in savings from lower loan rates, fewer fees, and personalized service that focuses on transparency, simplicity, and trust. Our mission remains the same as when we started in 1936, to provide products, services, education and expertise that will empower our members to rise up and achieve financial freedom. The Opportunity We are looking to fill the position of MCC E-Services Representative. In this role, the E-Services Representative is responsible for providing support to basic or complex member requests via our secured and unsecured e-mail channels. In addition, this role will also support the Online New Membership review and processing. This role will also support in all areas of the Member Contact Center, supporting various inbound queues and channels.Responsibilities Provide timely, professional, and accurate responses to member email inquiries through all digital channels. Provide member support for bill pay, moneylink-24, mobile, and online banking. Review and process online new membership applications. Follow-up and collect any necessary documentation to complete pending membership applications. Support a dedicated new membership queue taking inbound inquiries from new member prospects. Contact members by phone when necessary to assist with complex issues. Promote Patelco's online and mobile banking products and services. Log service requests for each member contact in our case management system. Perform tasks such as account research, account maintenance, processing request for check copies, statement copies, etc. Assist with other inbound call volume during peak times (as needed). Develop and maintain knowledge of current functions of the Contact Center including new accounts, loan processing, and card services. Develop and maintain a thorough knowledge of Patelco products, services, fees, policies and procedures. Maintain a thorough understanding of State and Federal laws and regulations related to credit union compliance. Partner with the IT and Development teams to help with User Acceptance Testing (UAT) for online and mobile banking services. Understand and comply with all applicable federal and state laws and banking regulations (including those related to OFAC and Bank Secrecy Act / Anti-Money Laundering compliance) and Patelco Credit Union's policies and procedures. Perform other duties or tasks as assigned. Qualifications Must have High School Diploma/GED Minimum 1 year experience in a Contact Center (required) Excellent written and oral communication skills Knowledge of Patelco Credit Union's products and services, policies and procedures, and regulatory requirements (preferred) Ability to work with minimal supervision and effectively prioritize workload Proficient in MS applications, including Word, Excel, and Outlook Must be flexible to work between the hours of 7:30 a.m. to 7:00 p.m. Monday through Friday, including Saturdays. Competencies Required Highly organized, team player, self-motivated, and flexible with availability based on business needs Demonstrated ability to adhere to Patelco's Core values including service passion, engagement, empowerment, resourcefulness, integrity, and teamwork Ability to multi-task and is detail oriented Demonstrated ability and desire to thrive in a challenging fast paced work environment Strong organizational, problem-solving, analytical skills and technical skills Physical Activities/Requirements Must be able to sit for extended periods of time Patelco Credit Union is an EO Employer - M/ F/ Veteran/ DisabilityPandoLogic. , Location: Merced, CA - 95343

Keywords: Patelco Credit Union, Merced , MCC E-Services Representative, Sales , Merced, California

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